Training on Service Quality & Customer Satisfaction

Module 1: Factors that Build Customer Satisfaction and Loyalty

• Course overview and learning objectives

• Why is measuring customer satisfaction important?

• Breakout session: How to Use Customer Service to Increase Sales

• Using the brainstorming technique to improve customer satisfaction

• Breakout session: Brainstorming Ideas to Enhance the Customer Experience

• Customer service lessons from Taxi Terry

• Going the Extra Mile to deliver customer service excellence

• Your attitude makes a difference

• The importance of teamwork and cooperation

• Teambuilding and leadership exercise

• Case Study: Benchmarking Good and Bad Customer Service Providers

Module 2: The Voice of the Customer: Measuring and Monitoring Customer Satisfaction

• Managing customer expectations

• Common mistakes in customer satisfaction measurement

• Best practices: Advanced Customer Satisfaction Measurement Tools

• Interpreting body language gestures, eye movement, and handshake styles

• Understanding various types of customers using DISC profiling model

• Practical exercise: Determining Your DISC Profile

• Developing your listening skills

• Practical exercise: Listening Skills Survey

• Questioning skills to uncover customer expectations and service requirements

• Designing a Customer Satisfaction Measurement Survey

• Case Study: Implementing a Customer Feedback System to Improve Service

Module 3: Techniques for Handling Complaints and Working with Aggressive Customers

• Best practices for recording and monitoring customer service issues

• Empowering frontline employees to better serve their customers

• Telephone tips to promote a professional image

• The supervisor’s role in conflict resolution and service recovery

• Managing emotions during stressful situations

• Principles of persuasion: Negotiating win/win outcomes

• Giving and receiving customer feedback

• Evaluate service trends for performance improvement

• Working with difficult or aggressive customers

• Developing a Step-by-Step Process for Handling Customer Complaints

• Case Study: Resolving High-Profile Customer Complaints Successfully

• Practical Exercise: Roleplay Handling an Aggressive Customer

Module 4: Exceptional Customer Service: Taking Your Organisation from Good to Great!

• Benchmarking the characteristics of customer-focused organisations

• How well does your organisation communicate the importance of customer service

• Does your mission statement reflect a commitment to customer satisfaction?

• Overcoming communication barriers in the workplace

• Serving internal and external customers

• Your customer service is only as good as your worst employee

• Social media and PR damage control

• Case Study: Xerox Five Pillars of Customer Focused Strategy

Module 5: Leading the Way to Superior Customer Service Satisfaction

• Practical exercise: Developing a Plan of Action

• Goal setting for personal development

• Practical exercise: Time Management Survey

• Time management tips to overcome procrastination and maximize productivity

• The impact of stress on individual and team performance

• Stress management strategies for maintaining peak-performance

• Case Study: Implementing a Customer Service Improvement Plan Across Teams